Nattawut Narongkul

Customer Service Department (Call center inbound)

• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.

Counter Service Department

• Supervised a front desk agents ensuring tasks were completed efficiently and effectively for walk in customer.
• Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
• Promoted loyalty programs to encourage repeat business from customers.

Digital Service Department

• Managed external vendors providing support for various aspects of the digital service offering.
• Designed and executed plans to optimize user experience on digital platforms.

Complaint Department

• Investigated customer complaints and worked with internal departments to resolve issues.
• Conducted regular meetings with staff to discuss complaint trends and strategies for improvement.
• Monitored customer satisfaction surveys and identified opportunities for improvement.

Policy Conservation Unit (Premium Collection)

• Developed procedures to ensure timely collection of payments from customers.
• Collaborated with legal department to initiate litigation against delinquent customers when necessary.

Quality Assurance

• Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
• Analyzed data from quality control testing to identify areas of improvement.

• Lead a call center operations team of 37 agents, only in the positions of Assistant Manager and Supervisor.
• Direct and manage the customer service team to deliver customer service excellence via voice and non-voice channels.
• Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
• Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
• Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.

• Provide the professional and efficient services to all customers from Thailand, China, Vietnam and Cambodia
• Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
• Responded to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.

• Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
• Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining
• Provided each guest with a list of the resort's upcoming activities and events upon check-in
• Arranged for transportation to and from the airport, train station and events for visitors upon request
• Offered appropriate reservation options based on expected attendees when coordinating events
• Collaborated with various team members to ensure guest requests were addressed appropriately and timely.